numero overview
description
Transcript of numero overview
© 2010 numero - Commercial In Confidence Page 1
numero overview
11th October 2010
© 2010 numero - Commercial In Confidence Page 2
Who are numero?
numero overview
© 2010 numero - Commercial In Confidence Page 3
Our Vision
© 2010 numero - Commercial In Confidence Page 4
Overview
• Successful private company
• Substantial track record of innovation in multiple IT sectors
• 30+ blue chip customers• Clients represent leaders
in their field• Mature & significant
Partner support
Structure
• 52 staff• HQ in Manchester, UK
About numero
Heavy ongoing investment in R&D
>30 blue chip clients10th
year
80% of employees in software & services roles
►◄
© 2010 numero - Commercial In Confidence Page 5
Our Market Space
numerointeractive
© 2010 numero - Commercial In Confidence Page 6© 2010 numero - Commercial In Confidence Page 6
Platform innovation
01 05 10Business formed
• Websphere integration
• Platform redevelopment project – V4
• Concept origination
• Acquire NLP platform
First solution deployment
Automated ERMS for transactional emails
Introduce multi-brand capability
• Enhance scalability & resilience
• Integrated telephony & correspondence functionality
SMS functionality
First new deployment
V4.1WebsuiteChat
i-Series
© 2010 numero - Commercial In Confidence Page 7
Where we fit
All channelsUnified DesktopSingle CMSCRMCustomer – CASE recordSingle view of customer
CTISingle DesktopDynamic Data FormsScriptingCall Backs
Dynamic FAQContact UsContact deflectionSecure MessagingClick to ChatCall backSocial media
Dynamic SMSEmailSecure MessagingUnify field service to contact centreSocial media
© 2010 numero - Commercial In Confidence Page 8© 2010 numero - Commercial In Confidence Page 8
Business Process Outsourcing
Traditional & proven
Retail
Traditional & proven
Partners
GrowthCreating new opportunities
Public
Growth
Financial Services
Growth
Home Shopping
Traditional & proven
►◄
New emerging markets:Publishing/subscriptionFinancialLogisticsUtilitiesHRTelecom
Our increasing marketplace
© 2010 numero - Commercial In Confidence Page 9
numero interactive
numero overview
© 2010 numero - Commercial In Confidence Page 10© 2010 numero - Commercial In Confidence Page 10
Capture
Interpret
Allocate
Prepare
Interact
The challenge
Call Centre
Online
Admin Centre
Data Centre
Branches
Off shore
The customer interaction journey is complex
►◄
© 2010 numero - Commercial In Confidence Page 11
Examples of the challenge
numero overview
© 2010 numero - Commercial In Confidence Page 12
Barry
© 2010 numero - Commercial In Confidence Page 13
Gary
© 2010 numero - Commercial In Confidence Page 14
Jenny
© 2010 numero - Commercial In Confidence Page 15© 2010 numero - Commercial In Confidence Page 15
Our solution
The customer interaction journey is simplifiedWorkflow automation provides business case & ROI
Capture
Enrich
Process
Route
Assist
Respond
►◄
Interactionmgmnt
© 2010 numero - Commercial In Confidence Page 16
Reporting
EnrichmentInboundGateway
OutboundGateway
Workflow
ContentManagement
System
Supervisor ConsoleUnified Agent Desktop
CRM
Legacy
Billing
Fulfilment
Back-Office Systems
Resource Manager
UniversalQueue
• Agent Availability• Agent Skills• Queue Size & SLAs
LettersEmailFormsCall logsSMS etc…
numero interactive Overview
Self-ServeWeb Suite
Customer & Case Management
CRM Data
• Contact• Case• Customer
Information
Status
Work
Control
CTITelephony
© 2010 numero - Commercial In Confidence Page 17© 2010 numero - Commercial In Confidence Page 17
work taskorganisation & optimisation
response management
reporting & MI
auditing & compliance
customer, case &contact management
task acquisition and classificationdefined process flowswork allocation and skill based routingunified agent desktoptask automation
content management repositoryassisted response constructionmulti-channel output
real time workforce monitoringhistorical reportingadherence monitoring
access rights managementautomatic audit trailsrule based data encryption and obfuscationdocument retention and archiving
customer recognition and creationcase managementquality management rulessingle view of contacts (in & out)
numero interactive - Principal functions
© 2010 numero - Commercial In Confidence Page 18
numero interactive at work
numero overview
© 2010 numero - Commercial In Confidence Page 19© 2010 numero - Commercial In Confidence Page 19
numero interactive – scenario #1
• How can ni help an agent improves upsell/cross sell?
Websuite - Dynamic FAQ’s Click to Chat
© 2010 numero - Commercial In Confidence Page 20
Scenario 1Cross Sell/Upsell
© 2010 numero - Commercial In Confidence Page 21© 2010 numero - Commercial In Confidence Page 21
numero interactive – scenario #2
• How can ni help reduce the resource cost of handling a customer interaction?
Automated workflows System generated and received SMS
© 2010 numero - Commercial In Confidence Page 22
Scenario 2SMS/Automated workflow
© 2010 numero - Commercial In Confidence Page 23© 2010 numero - Commercial In Confidence Page 23
numero interactive – scenario #3
• How can ni help improve the agent efficiency in managing returns/complaints
Dynamic Data Forms - Agent Scripting Email generation Dynamic FAQ’s for deflection Call Backs
© 2010 numero - Commercial In Confidence Page 24
Scenario 3DDF’s/Agent scripting & Callbacks
© 2010 numero - Commercial In Confidence Page 25
Summary
numero overview
© 2010 numero - Commercial In Confidence Page 26© 2010 numero - Commercial In Confidence Page 26
The Keywords...
►◄
Resource rationalisation
Workflow Automation
Multi-channel interaction hub
CASE
Voice, web chat, FAQ etc.
Single agent desktop
CRM - inbuilt or legacy
Dynamic Data Forms / Agent Scripting
CTI
© 2010 numero - Commercial In Confidence Page 27
ATOS Origin update
6th October 2010